Job Description
Red Recruitment is recruiting a Customer Service Team Manager in Cardiff to join an award-winning company, which is looking for an experienced and passionate Team Manager to join their team.\n\nAs a Customer Service Team Manager, you will be leading and managing a team of Customer Service Agents to ensure the consistent delivery of a high-quality customer experience. This role plays a key part in maintaining service standards, supporting team development, and contributing to the overall success of the Customer Service function.\n\nThe salary for this position is up to £40,000 per annum.\n\nBenefits and Package for a Customer Service Team Manager:\n\nSalary: Up to £40,000 per annum (annual bonus)\nHours: Full-time\nLocation: Cardiff City Centre\nContract Type: Permanent\n32 days holiday (inc. bank holidays)\nHoliday Buy Scheme\nHealth Cash Plan\nPerkbox\nTech Scheme\nCycle to Work Scheme\nLife Assurance\nEmployee Assistance Programme\nBonus scheme\nCommission pay\nPerformance bonus\nQuarterly bonus\nCasual dress\nCompany events\nCompany pension\nEmployee discount\nHealth & well being programme\nReferral programme\nSick pay\nStore discount Key Responsibilities of a Customer Service Team Manager:\n\nLeading, supporting, and managing a team of Customer Service Agents, fostering a positive and performance-focused environment\nEnsuring that all team members consistently uphold service standards and values in every customer interaction\nMaintaining and continually enhancing service quality by monitoring key performance indicators (KPIs), customer satisfaction scores, and contact resolution rates\nImplementing improvements based on customer feedback, quality audits, and operational trends to ensure service excellence is consistently achieved\nDelivering structured coaching, ongoing training, and regular performance reviews to support staff development and drive improvements in service deliveryKey Skills and Experience of a Customer Service Team Manager:\n\nYou should have demonstrable experience managing a customer service team, ideally within a regulated or insurance environment\nHaving strong coaching and mentoring abilities with a focus on personal and team development is required\nYou should be comfortable working with data and KPIs to make informed, strategic decisions\nHaving outstanding interpersonal and communication abilities, both written and verbal, is required\nHaving a deep understanding of customer service principles, best practices, and operational efficiency is requiredIf you are interested in this position and have the relevant skills and experience required, please apply now!\n\nRed Recruitment (Agency)